Ordering & Shipping

How can I track my order?

Once your order ships, you‘ll receive a shipping confirmation email with tracking info. You can also track via your IMBARU account order history.

What if tracking shows delivered but I can‘t locate my package?

We know tracking updates aren‘t always perfect, and it‘s frustrating when a package says “delivered” but you can‘t find it. In many cases, it turns up nearby - on a porch, in a garage, mailbox, or even with a neighbor or building mailroom. If it still hasn‘t surfaced after two days, please reach out to our support team. We‘re always here to help, but we kindly ask that you check all possible spots first to be sure the package is truly missing before we file a carrier claim.

Where do you ship to?

We ship worldwide. Shipping costs, customs, and duties are calculated at checkout. Please note: customs/duties are the customer‘s responsibility and are not included in shipping charges.

When will my order ship?

Origin Line: Production is tied to each individual drop. Fulfillment timelines will be clearly communicated during checkout.

Pulse Line: Orders typically ship within 2-3 business days (excluding weekends and holidays). Pre-orders ship upon release; shipping dates will be clearly communicated at purchase.

Can I cancel my order?

If you need to cancel your order, please contact our support team as soon as possible. Once an order has been processed or shipped, we cannot guarantee that it can be canceled. After that window, our regular refund policy applies.

Returns & Exchanges

Origin Line

All Origin Line products are final sale. Due to the nature of small-batch production and limited availability, returns or exchanges are not accepted.

Pulse Line

• Items may be returned within 30 days of purchase (or 30 days from shipment for pre-orders). Items must be unused, in original condition, with all tags attached.
• Special collaborations or limited drops are final sale and not eligible for return.
• Original shipping costs are non-refundable; return shipping is the customer‘s responsibility.

Product Care & Maintenance

How should I care for my IMBARU bag?

For light spots or spills, hand-wash with neutral soap, lightly buff with a soft brush or lint-free cloth, rinse gently, and line dry—preferably out of direct sunlight.

Warranty & Repairs

What is the warranty policy?

We provide a lifetime warranty: if your bag fails due to defects in materials or workmanship, we‘ll repair or replace it free of charge—and cover the return shipping to you. Please note wear and tear from everyday use is not covered.

To submit a claim, email support@imbaru.design with photos and a brief description of the issue, and we‘ll respond within 1-2 business days.

Product Lines: Origin vs Pulse

Origin Line

• Handmade in Virginia, USA in limited quantities, with no set drop schedule. Stay tuned via IG or our newsletter for new releases.
• Uses the latest fabrics, sewing techniques, and may include experimental features—packed with bells and whistles.
• Serves as our R&D platform; think of it as an F1 vehicle: cutting-edge, innovative, and pushing boundaries. Features and materials here pave the way for the Pulse Line.
• Comes fully loaded: every accessory and feature is included. For example, the Origin Raven ships with the luggage strap and hook-and-loop dividers for the QAP.
• Final sale only. No returns or exchanges.

Pulse Line

• Manufactured overseas.
• Uses more accessible fabrics and materials (e.g., Woojin hardware instead of Cobra).
• Design is streamlined to ensure quality and consistency in factory production.
• Priced more accessibly—designed for broader availability without compromising fundamental quality.
• Accessories may not always be included. For example, the Pulse Raven may not ship with a luggage strap or QAP dividers.
• Eligible for standard return policy.

Common Questions

Do you offer price adjustments?

If the item you purchased is marked down within two weeks (14 days), we‘ll honor a one-time price adjustment. Please email us with your order number.

What‘s included with my bag?

• Origin Line bags come fully loaded with all included accessories (e.g., luggage strap, QAP hook-and-loop dividers).
• Pulse Line bags may not include certain accessories to keep costs more accessible. Available add-ons will always be listed on the product page.

Materials & Customization

Can I request custom features or materials?

No. IMBARU is not set up to be a custom shop, and we cannot accommodate custom requests for features, fabrics, or builds. This is not part of our roadmap and is not feasible at our current startup scale.

How are materials chosen for the Origin Line?

The Origin Line uses cutting-edge fabrics and hardware in limited, experimental runs. These are “what you see is what there is” builds—once they‘re gone, they‘re gone. There are no guarantees on what materials will appear next, or whether past materials will return.

How are materials chosen for the Pulse Line?

The Pulse Line uses more widely available materials and hardware to ensure ongoing production and accessibility. These choices help bring costs down while still maintaining durability and quality.

Sizing & Fit

How do I know if the bag will fit me?

Our packs are designed with ergonomics in mind and are tested across a wide range of body types. Each product page includes:

• Dimensions & capacity for daily carry, travel, or gear loadouts
• Strap lengths & adjustability ranges
• Notes on fit for different torso lengths (short, medium, long)